Manager, Customer Success - Audit

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** Our Privacy Statement & Cookie Policy**, you will lead a team of Customer Success Managers responsible for driving adoption, satisfaction, and retention across both HVA and Growth customer segments. This leadership role combines people management, operational excellence, and strategic vision to ensure customers achieve measurable outcomes while the team delivers exceptional experiences.

You will set priorities, coach team members, and partner cross-functionally to align Customer Success initiatives with business objectives. Success in this role means building a high-performing team, fostering a culture of customer advocacy, and driving metrics that matter.
** About the Role**
* ** Team Leadership:
** Manage and develop a team of Customer Success Managers supporting both high-value and emerging accounts.
* ** Performance Management:
** Set goals, monitor KPIs (retention, utilization, health scores), and ensure accountability.
* ** Customer Strategy:
** Oversee success planning and engagement strategies for different customer segments.
* ** Cross-Functional Partnership:
** Collaborate with Sales, Product, Support, and Marketing to deliver a seamless customer experience.
* ** Process Optimization:
** Identify and implement scalable processes, tools, and best practices to improve efficiency and impact.
* ** Escalation Management:
** Act as the point of contact for critical issues and executive-level customer interactions.
* ** Talent Development:
** Recruit, onboard, and mentor team members to build skills and career growth.
* ** Data-Driven Insights:
** Use analytics to inform strategy, forecast risks, and identify opportunities for expansion.

Bachelor’s degree in Business, Marketing, Communication, or related field (or equivalent experience).2+ years of people management experience leading Customer Success or similar teams.

Proficiency in CRM and Customer Success platforms; strong analytical skills.
* ** Hybrid Work Model:
** We’ve adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) for our office-based roles while delivering a seamless experience that is digitally and physically connected.
* ** Flexibility & Work-Life Balance:
** Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities, whether caring for family, giving back to the community, or finding time to refresh and reset. This builds upon our flexible work arrangements, including work from anywhere for up to 8 weeks per year, empowering employees to achieve a better work-life balance.
* ** Career Development and Growth:
** By fostering a culture of continuous learning and skill development, we prepare our talent to tackle tomorrow’s challenges and deliver real-world solutions. Our Grow My Way programming and skills-first approach ensures you have the tools and knowledge to grow, lead, and thrive in an AI-enabled future.
* ** Industry Competitive Benefits:
** We offer comprehensive benefit plans to include flexible vacation, two company-wide Mental Health Days off, access to the Headspace app, retirement savings, tuition reimbursement, employee incentive programs, and resources for mental, physical, and financial wellbeing.
* ** Culture:
** Globally recognized, award-winning reputation for inclusion and belonging, flexibility, work-life balance, and more. We live by our values:
Obsess over our Customers, Compete to Win, Challenge (Y) our Thinking, Act Fast / Learn Fast, and Stronger Together.
* ** Social Impact:
** Make an impact in your community with our Social Impact Institute. We offer employees two paid volunteer days off annually and opportunities to get involved with pro-bono consulting projects and Environmental, Social, and Governance (ESG) initiatives.
* ** Making a Real-World Impact:
** We are one of the few companies globally that helps its customers pursue justice, truth, and transparency. Together, with the professionals and institutions we serve, we help uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people all over the world.
** Future-ready careers
** Our focus on a skills-first approach ensures you’ll have the tools and knowledge to grow, lead, and thrive in an AI-enabled future.
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